Customer Experience Specialist

• Answer and manage a high volume of inbound calls with professionalism and compassion
• Assess caller needs and provide appropriate information, referrals, or crisis support
• Utilize internal databases and resource directories to identify and connect callers to available services
• Document interactions accurately and efficiently in the client management system
• Escalate emergency or complex calls to appropriate supervisors or service providers
• Maintain up-to-date knowledge of community resources and program eligibility requirements
• Uphold the organization’s mission and values in all interactions

• 1–2 years of experience in a call center, social services, or customer service role
• Deep commitment to serving the community and helping others navigate complex systems
• Excellent verbal and written communication skills
• Ability to handle emotionally sensitive calls with empathy and professionalism
• Strong problem-solving and multitasking abilities in a fast-paced environment
• Proficiency in Microsoft Office and client database systems (experience with CRM systems a plus)
• Bilingual in [Spanish/Other Languages] is highly desirable

Bilingual in [Spanish/Other Languages]

• Medical, vision, dental, and life and disability insurance
• Company 401(k) plan